1 Symantec Enterprise Support Services Handbook for
2 Contents Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Symantec Enterprise Support Services Mission Statement Purpose of This Handbook Changes to this Handbook Additional Information Symantec Enterprise Support Services Offerings Business Critical Services Essential Support Basic Maintenance Enterprise Support Services Offering Matrix How to Get Support General Information Telephone Support Enterprise Support Center Regional Coverage & Languages Designated Contacts Severity Levels Submitting a Case Information to Provide When You Call Resolving a Case Continuous Efforts Case Management Terminology and Goals Prioritization (Service Level Targets) Monitoring and Updating a Case Problem Escalation and Management Enterprise Technical Support Policy Customer Care Upgrades and Patches Support & Maintenance Renewals Symantec Education Services Glossary
3 Chapter 1 Symantec Enterprise Support Services Mission Statement Symantec Enterprise Support Services is committed to responding quickly to your inquiries. We will help you address malicious attacks and vulnerabilities in your computing environment, and help you to maximize the business value of your Symantec products. Our primary focus is to enable you to leverage the operational functionality of your Symantec licensed software by providing tools, resources and technical assistance. Purpose of This Handbook This handbook provides an overview of the Enterprise Support Services available from Symantec and information about the Support Services offering you have purchased. Changes to this Handbook Symantec Corporation reserves the right to make changes to this handbook and the policies included in it at any time. All changes will be announced on the support pages of our corporate Web site, Symantec Enterprise Support Services and will be included in future editions of this handbook. Additional Information If you have questions concerning this handbook or the policies and procedures included in it, please visit Symantec Enterprise Support Services or call your regional Enterprise Support Center at the number listed at Enterprise Support Assistance and Information.
4 Chapter 2 Symantec Enterprise Support Services Offerings The Symantec Enterprise Support Services portfolio provides deep expertise, innovative support technology, and customer advocacy through a portfolio of flexible offerings designed to help optimize IT infrastructure and manage IT risk. Business Critical Services Personalized, proactive support from elite technical experts, coordinated by a single point of contact and featuring Symantec s highest levels of response. For more information on the features and benefits of the program, see Business Critical Services. Essential Support Around-the-clock access to Symantec s technical experts, with faster response times than Basic Maintenance and access to all product upgrades. For more information on the features and benefits of Essential Support, see the fact sheet located at Essential Support. Basic Maintenance Lowest price option including access to product upgrades and business-hour support. For more information on the features and benefits of Basic Maintenance, see the fact sheet located at Basic Maintenance.
5 Symantec Enterprise Support Services Handbook 5 Symantec Enterprise Support Services Offering Matrix Enterprise Support Services Basic Maintenance Essential Support Remote Product Specialist Business Critical Services DataCenter National Global Severity One Initial Response Time Goals 1 hour 30 minutes 15 minutes 15 minutes 15 minutes 15 minutes Telephone Access to Support Engineers 8 a.m.-6 p.m. Business hours 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365 Priority Call Queuing Downloadable software upgrades, updates, and patches Designated Callers 2 per Product Title 6 per Product Title Remote Product Specialist Business Critical Account Manager (BCAM) 6 per Product Family Unlimited Unlimited Unlimited Remote BCAM Designated BCAM Global BCAM Business Critical Engineer (BCE) Onsite Visits (Fly-to-Site) Tailored Account Support Plan Quarterly Account Reviews Account Case History Reports Network Link Assessment Option Impact Alerts Access to Technical Services Education Symantec Education Skills Assessment Symantec Education Discounts Symantec Early Warning Services DeepSight Alert Services DeepSight Threat Management System DeepSight Threat Management System DeepSight Threat Management System Upgrade Support Option Option Disaster Recovery Testing Support Option Option
6 Chapter 3 How to Get Support Telephone Support Telephone support allows you to contact your local Symantec Enterprise Support Services center about any problem. Lists of support contact numbers can be found at Enterprise Support Assistance and Information. Symantec Basic Maintenance customers are entitled to receive telephone support during their Regional Business Hours only. Symantec Essential Support customers are entitled to receive telephone support 24 x 7x 365. Note that a Problem means, a technical question or issue you may have about your Licensed Software, including when you believe that it does not substantially conform to its Documentation, discovery of a potential nonconformity, or when you have a question relating to the support of the Licensed Software (such as regarding installation or configuration). We do not consider general questions about any of our products (including your Licensed Software) to be Problems under this Policy. Nor do we consider questions relating to integration, product training, project implementation or other professional services activities to be Problems. Enterprise Support Center Regional Coverage and Languages Region EMEA (Europe, Middle East and Africa) The Americas (North America, South America, Canada, Hawaii and Alaska) APJ (Asia, Pacific Rim, Japan, Australia and New Zealand) Language English, French. German Italian. Spanish English, Brazilian Portuguese, Latin American Spanish English, Japanese, Cantonese, Mandarin, Korean While English is the primary language used to provide technical telephone support, best efforts are made to provide local language support in non-english speaking regions.
7 Symantec Enterprise Support Services Handbook 7 Designated Contacts You must register members of your staff as Designated Contacts to act as a liaison with Symantec Enterprise Support Services staff. The number of Designated Contacts you are eligible to appoint differs based on Support Services offering purchased. Note that the number of Designated Contacts increases as you purchase higher level support offerings. Basic Maintenance: Two Designated Contacts Essential Support: Six Designated Contacts To better facilitate providing Support Services to you, we request that your Designated Contacts have a thorough understanding of the specific Symantec products for which they are responsible, and the technical and product knowledge needed to assist with the timely resolution of a case. We may request that you replace a Designated Contact with someone who more thorough technical or product knowledge to help resolve problems in a timely manner. We reserve the right to request replacement of any Designated Contact if we reasonably deem the Designated Contact to lack the necessary technical and product knowledge to assist with the timely resolution of a Problem. In such case, you will need to designate a replacement Designated Contact with appropriate technical and product knowledge as soon as is reasonably practicable. When you log your Case or escalate a Case, you may identify specific individuals as your Designated Contact(s) for that Case. We offer Education and training courses covering product familiarization. Information regarding Symantec Education Services can be found at Symantec Education Services. If suitably qualified Designated Contacts are not available throughout the Problem resolution process that may adversely affect Symantec s ability to provide maintenance and support services in accordance with the goals stated in Symantec Enterprise Technical Support Policy.
8 8 Symantec Enterprise Support Services Handbook Registering or Updating Designated Contacts You must register Designated Contacts, and notify Symantec of any changes in your Designated Contact information. To do so, please see the below options: 1. If you have not already registered your Designated Contacts, find your support or maintenance serial number on your Symantec Certificate, and register your Designated Contacts at the Symantec Licensing Portal. 2. If you do not have your Symantec Certificate and you wish to update your existing Designated Contacts list or contact your Regional Support Contracts team, please visit Manage Designated Contacts. Severity Levels You will be responsible to determine the severity level of each problem you log with us ( Severity Level ). The Severity Level reflects the potential impact to your business. A Global Support Representative will be able to give you further guidance as to setting an appropriate Severity Level for a specific problem. Severity Level Severity 1 Severity 2 Severity 3 Severity 4 Impact or Significance of Problem One or more of the following: Your production server or other mission critical system(s) are down A substantial portion of your mission critical data is at a significant risk of loss or corruption You have had a substantial loss of service Your business operations have been severely disrupted You have not met a major milestone in a required test system An issue in which the product causes the customer s network or system to fail catastrophically or that compromises overall system integrity or data integrity when the product is installed or when it is in operation (i.e., causing a system crash, loss or corruption of data, or loss of system security) and significantly impacts the customer s ongoing operations in a production environment and there is no immediately available workaround. Problem has occurred where a major functionality is severely impaired. Your operations can continue in a restricted fashion, although long-term productivity might be adversely affected. Problem has occurred where there has been a limited adverse effect on your business operations. One of the following: Problem where your business operations have not been adversely affected A minor condition or Documentation error that has no significant effect on your operations A suggestion for new features or an enhancement regarding the Licensed Software
9 Symantec Enterprise Support Services Handbook 9 Submitting a Case If you identify a problem with your licensed Symantec software, call us at Enterprise Support Assistance and Information or visit Symantec Enterprise Support Services for instructions and links to use when opening your case. You must open a separate case for each problem. Your Designated Contacts reporting a problem or working on a case will be asked to provide us with his/her name, contact information and other information so we can provide support services to you. Symantec offers toll-free phone support in certain areas; you will be responsible for all other charges you incur (for instance, faxes, toll calls, Internet services, postage and postage insurance, etc.). Information to Provide Please gather the following information before reporting a problem. You will be prompted to tell us: Identity Your Symantec Support ID Company and Contact Information Company name Location Make sure you are a Designated Contact for this contract/product Name, address, phone and extension or pager number System and Software Information System type and operating system/version Software serial numbers Network and RDBMS platform System configuration Software revision levels Node ID/Host ID (if applicable)
10 10 Symantec Enterprise Support Services Handbook Event and Process Information Logs Traces Screen dumps Severity Level Level 1 to 4 Please be in front of the computer you need to troubleshoot. When you call: When you call Symantec Support an automated attendant will answer and prompt you for your Symantec Support ID. With this information, we will verify whether you are entitled to receive support services, what level of support you are entitled to receive, and automatically connect you to a Global Support Representative (GSR), who will log your case into our technical services case tracking system, assigning it the severity level you have indicated and providing you with a case number. Always record your case number. The GSR will prompt you for additional information about the problem and your contact information. This information lets the GSR categorize your case and put it into the queue best suited to support you. Symantec Support works on a queue basis and we will use all reasonable efforts to transfer Severity 1 and Severity 2 calls to a Technical Support Engineer (TSE). If a TSE is not immediately available we will arrange for a TSE to call you back within the response timeframes noted in the Symantec Technical Service Support Policy.
11 Symantec Enterprise Support Services Handbook 11 Support Offerings The following table shows Symantec's Initial Response, Service Restoration, and Solution Delivery Goals based on severity level and support offering purchased. Basic Maintenance (Regional Business Hours) Acknowledge Customer contact within 15 minutes within 15 minutes Service Level Severity 1 Essential Support (24x7x365) "Initial Response" by a Technical Support Engineer following "Acknowledgement" within 1 Business Hour within 30 minutes How "Initial Response" will be provided call back live call transfer or call back "Service Restoration" timing objective within 18 Business Hours within 8 hours "Solution Delivery" timing objective within 10 days within 8 days Service Level Severity 2 "Initial Response" by a Technical Support Engineer following "Acknowledgement" within 4 Business Hour within 2 hours How "Initial Response" will be provided call back live call transfer or call back "Solution Delivery" timing objective within 10 days within 10 days Service Level Severity 3 "Initial Response" by a Technical Support Engineer following "Acknowledgement" within your next Business Day by same time your next Business Day How "Initial Response" will be provided call back call back "Solution Delivery" timing objective within 25 days and/or next within 20 days and/or next Software Update Software Update Service Level Severity 4 "Initial Response" by a Technical Support Engineer following "Acknowledgement" within 2 Business Days within your next Business Day How "Initial Response" will be provided call back call back "Solution Delivery" timing objective consider for future Software Update consider for future Software Update
12 12 Symantec Enterprise Support Services Handbook Resolving a case The TSE assigned to your case will ask you specific questions about the problem you are experiencing. By supplying as much information as possible up front, you can help the TSE make progress in resolving the case. Once the nature of your case has been determined, e.g., operability issue, system load issue, etc., the TSE will work to isolate its cause. This may involve you answering further questions, running diagnostics, applying patches, etc. When the specific cause of your problem is known, the TSE will provide a resolution (if your problem is a known issue) or work with you to develop a plan of action detailing expected steps to the resolution. Symantec will track and log each step taken in our Technical Services Case Tracking System. Continuous Efforts If you have Essential Support, you may request Continuous Efforts to resolve any Severity 1 case. Continuous Efforts means work will continue after your normal regional business hours, including weekends and local holidays. Our ability to provide Continuous Efforts may depend on our being able to contact your Designated Contact to continue Problem resolution, for example to assist with gathering information and performing tests. If you do not request Continuous Efforts, work on your case will stop at the end of your regional business hours, and resume at the start of the next business day for your region. Case Management Terminology and Goals Case management involves several key activities: 1. Acknowledgement The first activity is when we acknowledge ( Acknowledge or Acknowledgement ) that you have contacted us (by phone or electronically) about a Problem. Our goal is to Acknowledge the Problem within fifteen (15) minutes of our receipt of such contact. When we Acknowledge the Problem by phone, we will verify your entitlement to receive Support Services, and note the Severity Level you assign to the Problem. We will acknowledge the contact, open
13 Symantec Enterprise Support Services Handbook 13 your case by logging it into our tracking system and assign a case number. Symantec s goal is to acknowledge the problem within 15 minutes of such contact. 2. Initial response Our technical support engineers will then take over the case based on its category and severity level and contact you ( Initial Response ). Our technical support engineer s Initial Response and follow-up response goals will be determined based on the Support Services offering you have purchased, as well as the severity level assigned to the case (or any subsequent changes to the severity level). 3. Service restoration For Severity 1 cases, we focus first on service restoration. 4. Solution delivery We focus on Solution Delivery for severity 2, 3 and 4 issues. And we work toward Solution Delivery following Service Restoration of a severity 1 issue. Solution Delivery means the delivery of a Fix, Patch or Bug Fix as defined herein. It may also include delivery of a more complete and/or permanent solution to enable the Licensed Software to conform substantially to its Documentation, through the delivery of a code change, or a regularly scheduled Maintenance Pack or product release. Fixes, Patches or Bug Fixes are used interchangeably and mean any change that we make to the Licensed Software, including changes made for purposes of maintaining operating system and database system compatibility, error correction, and Workarounds that establish or help to restore substantial conformity with the applicable Documentation that we deliver to a customer as part of the applicable Licensed Software. A Fix is viewed as an interim solution for a specific customer Problem, and is typically provided through a point patch or hot fix. A Fix will also include any recommendations or advice we provide to a customer including recommendations that a customer migrate to a current release, or consideration of the Problem in developing a future release of the Licensed Software, or other steps to close a Case in accordance with our support processes.
14 14 Symantec Enterprise Support Services Handbook Service Restoration or Restore to Service means, that after you have properly implemented a Fix/Patch/Workaround that we provided to you, the Licensed Software will be made operational. There may be some temporary degradation in performance, and we will continue to work towards Solution Delivery. Service Restoration goals identified in [chart] are limited to non-code changes and will be based on the Support Services offering that you have purchased. For complete information on service response, restoration, and solution delivery goals, please visit Enterprise Technical Support Policy. Note: Symantec s timing goals for Service Restoration and Solution Delivery begin when you open a case, and assume that you will respond in a timely fashion to our requests for information. Symantec s ability to meet these goals may be affected by network, system, or phone line problems, outages or denials of service, or other events outside of our reasonable control. The timing goals generally apply where we already have known workarounds or fixes available to address the problem. Monitoring and Updating a Case The TSE managing your case will update you on your case s status and maintain a current Plan of Action. If you need to call Symantec Enterprise Support Services regarding an open case, call Symantec Enterprise Support Services and give your case number to the GSR. The GSR will transfer your call to the TSE managing your case; or, if that TSE is unavailable, you can leave the TSE a message or have your case dispatched to an available TSE.
15 Symantec Enterprise Support Services Handbook 15 Problem and Escalation Management Symantec is committed to delivering high quality products and support to our customers. In the event that you are not satisfied with the way your case is being handled, our senior IT technical staff is ready and available to help you quickly bring your issue to closure. Symantec has built an efficient and sophisticated Global Escalation Management process to keep you informed of your case status throughout problem resolution. To initiate an escalation, simply contact Symantec technical support and request to speak to a Duty Manager. Additional details on the Global Escalation Management process can be found in the Symantec Global Escalation Management Reference Card.
16 Chapter 4 Enterprise Technical Support Policy The worldwide Enterprise Technical Support Policy describes the software Support Services we offer to customers who have a current Support Agreement with Symantec in effect and who are using Licensed Software in accordance with the terms of the license and in a supported configuration. The policy applies to the Symantec software products identified as eligible for coverage at Symantec Enterprise Products & Services and is effective as of November 6, If you have a support agreement already in effect as of that date, the new policy will apply only after that support agreement expires and once you have entered a new support agreement. Note exception for application of EOL terms: The policy states the terms under which we will provide support eservices to you. It states our contractual commitments to you. This handbook gives you a high level overview which you can use as a convenient reference, but it is not part of our contract with you. Note that the support policy summarizes our end of life and end of support lifecycles and policies. The end of life and end of support deliverables and timelines stated in the support policy will apply only to Licensed Software that enters its End of Life processes on or after November 6, If your Licensed Software has already entered its End of Life process prior to November 6, 2006, then the terms and conditions and timelines below will not apply. Instead, the existing applicable end of life and version support timelines provided for in your Support Agreement will continue to apply to your Licensed Software. The policy includes definitions of terminology and states Symantec s service response, restoration, and solution delivery goals, as well as customer responsibilities, and can be found at Symantec Enterprise Support Policies.
17 Chapter 5 Customer Care Symantec Enterprise Customer Care deals with non-technical questions about Symantec's Enterprise products, providing assistance with software updates, host ID transfers, updates to customer-contact data, and various issues related to software licensing, including license keys and license assignment. Should you require assistance in any of these areas, please visit Symantec Enterprise Customer Care at Symantec Enterprise Customer Care.
18 Chapter 6 Upgrades If you purchase support with your original license order and maintain a current support contract, you are entitled to upgrade to the current version of a product at no charge. The support must have been in place as of the date Symantec announced general availability of a new product version. You will receive an electronic copy of the Version Upgrade Notification directing you to the Symantec Licensing Portal, where you can navigate to the Version Upgrade Application. Here, you will be able to download new versions of software, request media, and obtain new license keys. When you have obtained your entitlements for the new version of your product, you will also be able to log in to the FileConnect application. In FileConnect, you can download upgraded product electronically or request a media shipment. You will be able to access FileConnect from within the Symantec Licensing Portal, or by visiting the FileConnect home page and logging in using the Serial Number related to your entitlement. If you need assistance with any portion of the upgrade process, you may contact Symantec s regional Customer Care organization at Symantec Enterprise Customer Care.
19 Chapter 7 Support & Maintenance Renewals Continue to take advantage of our comprehensive and flexible portfolio of support service that offers you choice, protection, and a seamless support experience. Benefits of Renewing Renewing your contracts on time keeps your support agreements active and provides continuous access to: The latest content, product enhancements, patches, and upgrades to enable you to keep your products current Our technical support and product specialists For additional information regarding Support & Maintenance Renewals please visit us online at Support and Maintenance Renewals.
20 Chapter 8 Symantec Education Services User knowledge is your first line of defense against evolving security threats, unplanned downtime, and the failure to utilize Symantec products to their full potential. Symantec Education is the foremost source of knowledge, insight, and skills to help you design, build, secure, and manage your IT environment. No matter where you are in your system cycle implementation, upgrade, or optimization we have a fast four-step model to assess your educational needs, design and deliver your training, and review your preparedness. You benefit from the most up-to-date training available on Symantec software, certified instructors, and flexible delivery options. Additional information on Symantec Education Services can be found at Symantec Education Services.
21 Chapter 9 Glossary Alternative Configuration means a configuration in which Licensed Software interoperates in an environment which does not support such Licensed Software or where such environment has not been validated, approved, or verified to operate, or where the Licensed Software has been tested and is known not to work, or works with limited functionality. Appliance means a product that includes hardware components as well as Licensed Software. Business Hour(s) means the hours during which we provide you with Support Services. If you have 24x7x365 Support, then your Business Hours will be any time during each day of the week, weekends, or holidays. If you have Regional Business Hours Support, then your Business Hours will be any hour during those Regional Business Hours, subject to office closures for weekends or holidays. Business Day means any day of the standard work week typically Monday through Friday, depending on your region, excluding weekends or holidays. Case means when you have contacted us via phone or web-based case submission to report a Problem, and we have logged your request for assistance and assigned it a case identification number within our global case tracking system. Cold Disaster Recovery Site or Cold Disaster Recovery Server: means a site or a server that has Licensed Software installed and configured but is either turned-off or is idle. An idle or passive mode configuration refers to the server in a high availability cluster that has database and/or applications installed, but they are not servicing user transactions or query workloads during periods of normal operation. Content Updates means content used by Licensed Software that is updated from time to time, including but not limited to: updated anti-spyware definitions for anti-spyware software; updated antispam rules for antispam software; updated virus definitions for antivirus and crimeware products; updated URL lists for content filtering and antiphishing products; updated firewall rules for firewall products; updated vulnerability signatures for vulnerability assessment products; updated policy compliance updates for policy compliance software; updated lists of authenticated web pages for web site authentication software; and updated intrusion detection data for intrusion detection products, (if applicable). The term Content Updates also means the right to use Content Updates to the Licensed Software as they become generally available to our customers except for those Content Updates that are only available through purchase of a Content Updates Subscription. Sometimes Content Updates are referred to as Security Updates. Continuous Efforts means you have logged a Case that requires uninterrupted efforts by technical support engineers twenty-four (24) hours a day including weekends and holidays. Continuous Efforts will generally be performed in English and we will make commercially reasonable efforts to accommodate local language requirements when possible. Note that our efforts will be focused on Service Restoration.